paper maps they're using. lipa has lagged behind other utilities, not using smartphones or computers. even worse, lipa's power outage system runs on a 25-year-old mainframe computer. it was blamed in part for lipa's slow response last year to irene, and it cast doubt on how seriously lipa and national grid took its lessons from irene. a person who helped prepare the report said, and i quote, all of these things were identified, but they all cost money. that includes simple preventative measures like trimming trees around power lines and inspecting utility poles. the report says lipa lacked even basic procedures for repairing downed wires, keeping communications open with customers. by the way, our inquiries to lipa went unanswered. they denied they were failing its customers. they said it's progressing very well based on the unprecedented storm. however, a lot of people disagree and we managed to speak to some of them. >> reporter: anger, frustration and despair in the rockaways, as people demand to know why t